ComplaintsforTravel Guard Group, Inc.

Travel Insurance

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Initial Complaint
08/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a policy with AIG travel guard. I did not get my money for cancelled trip because I was told I redeemed my future flight credits through ***************** I did get credit for half of my ticket the other flight credit (for the second passenger) was not redeemed. *************** told me to reach out to ***. I did and they gave me the other ****** as my total trip cost *******. However, somehow a mistake was made in the system where *** was told by United that I redeemed my credit so my check was cancelled. I did redeem my credit but only for half the ticket. Bc *************** only gave me half credit then told me to contact insurance. Now the insurance won't give me the money bc I was redeemed part of the ticket and *************** won't give me future flight credits bc *** has a claim in my name. These companies just have to talk to each pther to resolve it. Would take less than 5 minutes. But I can't get a supervisor or anyone to help me at *** including my claims adjuster. This is bad business practices and violates my policy.
Business response
08/21/2024
**SEE ATTACHED DOCUMENT**
Initial Complaint
08/08/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased travel insurance and have met the terms to be reimbursed for a canceled trip. I filed a claim with AIG travel guard 6-6-24. They requested a few documents which I provided within 48 hours. I didnt receive any further communication until 7-17-24 when I was advised they were reaching out to the vacation property to confirm our reservation details, etc. (which I have already supplied with company receipts). I asked for a follow up on 8-1-24, and contacted the vacation property in 8-2-24 for correct contact emails and phone numbers and forwarded this info onto AIG claims department. I heard nothing again, until this morning when I received the same email verbatim saying they were trying to contact the vacation property and our claim wont be finalized until then. I dont believe they have even attempted to contact the property. The claim form says you will be given your claims adjusters contact info but that is a lie. All that is given is an 800 number where no one knows a thing and a generic email that is for submitting documents. I want a swift resolution. They claim to settle claims within ***** business days after documentation is provided which I did swiftly. Its now been over two months waiting for them to do their job and reimburse us. I fear this is one huge scam.
Business response
08/15/2024
Dear ****************:
This Department respectfully requests an extension for the above-referenced
follow-up complaint. At this time, we are currently gathering additional
necessary information. Please allow a brief extension until August 26, 2024.
Please be assured that we will respond to all issues raised in the complaint.
We apologize for any inconvenience. Should you have any further questions
please do not hesitate to contact the undersigned. Thank you in advance.
Sincerely,
***************************
Business response
08/22/2024
**SEE ATTACHED DOCUMENT**
Customer response
08/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have not yet received the check, but trust that I will receive it soon.

Thank you,

*******************************
Initial Complaint
08/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased travel insurance from travel guard for a family trip to ********** from July *****, policy #**********. While waiting in line to board our United flight home on July 20th, United cancelled the flight due to crew issues. I tried to rebook thru United but they didnt have any flights available and ultimately automatically rebooked us on a flight a week later. We had to find other arrangements home, which included new flights thru JetBlue that cost almost $3,000 and and rental car for $240 plus gas to drive from *** to our home in *******, **, because there were no flights available to northern va or *********. I submitted a claim, #UC8114937078, thru travel guard which is also **** for reimbursement of my expenses to get back home. On their policy it says travel delays that are due to common carrier issues is a cover covered expense. On august 2, they sent me an email stating that my claim was denied because it didnt qualify under the travel disruption qualified events. I have sent multiple emails email to them requesting a review of my claim and the fact that it qualifies under their travel delay qualified events but nobody will respond to me. They wronglfully denied my claim and wont respond to any emails or requests to speak to someone regarding my claim. Below is the section of the policy that covers our claim *********** will pay a benefit to reimburse the Insured up to the maximum limit shown in the Schedule or Declarations Page for Reasonable Additional Expenses until travel becomes possible to the originally scheduled Destination if the Insureds Trip is delayed.The Insureds Trip must be delayed 12 or more consecutive hours due to a cancellation or delay for one of the Unforeseen events listed below that prevents the Insured from reaching his/her intended Destination:(g) Common Carrier delay;
Business response
08/15/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by *******
Day with the Better Business Bureau of Wisconsin regarding a Package
Protection Plan underwritten by ************** Fire Insurance Company of
**********, Pa.
We have completed our investigation of the concerns that were expressed by
*** Day and our response was sent directly to *** Day on August 15, 2024,
via email *******************.
Should you have any questions or require additional information, please
contact me directly and reference our file number, GCS-518946.
Sincerely,
***************************
Initial Complaint
08/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I keep responding to emails. You keep hitting me with the same templates without telling me what is wrong with the docs I am providing or what to do further. You act like robots. You keep your supervisors hidden behind a voice mail. Talk to me. I can't read your minds. No airline ever puts in writing why they cancelled your flight. Our flight was cancelled. We were not given a reason. I have proof of cancelation. I have no **** of reason because one was not given. Thunderstorms is what we were told verbally and unofficially. For prior claims where no reason was given again you paid. This time - also cancelled flight but all of a sudden you need a cancelation reason or you will deny the claim?! Idential circumstances. This makes zero sense.
Business response
08/12/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by *****
************************ with the Better Business Bureau of Wisconsin regarding a
Preferred Insurance Plan underwritten by ************** Fire Insurance
Company of **********, Pa.
We have completed our investigation of the concerns that were expressed by
Ms. *********************** and our response was sent directly to Ms. *********************** on
August 12, 2024, via email *******************.
Should you have any questions or require additional information, please
contact me directly and reference our file number, GCS-518667.
Sincerely,
***************************
Initial Complaint
07/31/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Travel Guard/AIG insured my client's tour. The tour was delayed/interrupted due to a mechanical malfunction on a plane, which caused them to miss a connecting flight which in turn caused them to miss a part of their tour. The tour company (CIE) valued the loss at some ****** and change. Despite effective documentation Travel Guard is insisting on further documentation. They are requesting proof that the flight was rebooked (they have no proof of this as it was handled internally by the airline. There was no out of pocket or reimbursable expenses incurred by my clients because of the delay, with the exception of the interruption of the tour. They are requesting tickets/boarding passes, which is impossible to obtain as the trip has already passed. I have had other clients whos claims have already been processed and accepted by the same insurance company with no further or additional documentation (all on the same tour, dates, costs, delays, etc.). It is starting to look as though AIG Travel Guard is seeking to make it impossible for my clients to successfully make their claim on purpose by setting unreasonable expectations of needless documentation.
Business response
08/09/2024
Dear ****************:

This Department respectfully requests an extension for the above-referenced complaint. At this time, we are currently gathering additional necessary information. Please allow a brief extension until August 26, 2024. Please be assured that we will respond to all issues raised in the complaint.

We apologize for any inconvenience. Should you have any further questions please do not hesitate to contact the undersigned. Thank you in advance.

Sincerely,

*************************

Business response
08/26/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by ****
****** with The Better Business Bureau of Wisconsin against
National Union Fire Insurance Company of **********, Pa. regarding a claim.
We have completed our investigation of the concerns that were expressed by Mr.
******, and our response was sent directly to him on August 26, 2024.
Should you have any questions or require additional information, please contact
the undersigned and reference our file number GCS- 518817.
Sincerely,
*************************
Customer response
08/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************
Initial Complaint
07/29/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is to certify that I had filed a claim for MULTIPLE expenses I incurred on my family trip to ****** and was informed to submit SEVERAL documents which I complied with.I was therefore surprised to find out TODAY (7/29/24) while reviewing my banking records that APART FROM $200, none of the payments to which I am entitled to has been paid, this despite the multiple compliance to their TEDIOUS requests for additional documents which I dutifully sent to them.I would therefore want this matter to be resolved and all the payments to which I am entitled to Refunded to me.Should You Have Any Question Please Call Directly at **********.Sincerely, ***********************.
Business response
08/09/2024
Dear ****************:

This Department respectfully requests an extension for the above-referenced complaint. At this time, we are currently gathering additional necessary information. Please allow a brief extension until August 23, 2024. Please be assured that we will respond to all issues raised in the complaint.

We apologize for any inconvenience. Should you have any further questions please do not hesitate to contact the undersigned. Thank you in advance.

Sincerely,

*************************
Business response
08/22/2024
**SEE ATTACHED DOCUMENT**
Customer response
08/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

Ikem Nkanginieme
Initial Complaint
07/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 5th I purchased a rental car Protection plan policy with AIG Travel Guard. I have an upcoming trip to ******* with my family for 7 days. The policy is to start July 27-Aug3 as we will need a vehicle in *******. I purchased my flight ticket through expedia and also booked the car rental throuh expedia. When i found the Truck we are renting from (Advantage) i booked the car. It also stated that we will need to have car coverage and on the same site for this same car rental it gave the option of accepting their (Travel Guard) protection for this vehicle for the duration of the trip. I paid $80 total for the car protection. It stated if i try to pay at a later date the price will go up. To make sure i am prepared for this trip and not have to pay more money for an expensive trip we already have i paid the $80. On 7/24/24 I decided to call Advantage. The company were i will be renting the car from to make sure when i arrive there will be no issues. I wanted to make sure i have everything i need for a smooth process. During that phone call the rep told me that i would either have to purchase their insurance or use my own. My own insurance will have to be full coverage in order for me to use. i do not have full coverage. I told them i purchased the car coverage on the same account that i booked for this vehicle. They informed me that they do not accept that insurance. They advised me to call them to get a refund. They stated that they have reached out to another department to get this (travel guard) off the site for when renting from them. I called Travel guard to cancel and request a refund and they said i had to cancel 15 days prior to my trip and they will not give me a refund. I never received any service or goods from them. They are keeping my $80 without providing any services. That is completely wrong and not right. Its not okay to just take someone money without providing services. Please help me resolve this problem and get my money back. Please!
Business response
08/02/2024
**SEE ATTACHED DOCUMENT**
Initial Complaint
07/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We purchased travel insurance from Travel Guard Group for our trip. Insured members: *************************, ***************************, *********************************, *******************************. On our return trip, the second leg of the flight was cancelled, and we were forced to stay overnight, return to a different airport two hours away from our home airport, and take transportation to our home airport. In addition, we had additional meal expenses. The total was $1156. Travel Guard only reimbursed us $800, alleging that the policy only provided $200 per day per person--and because we had to rebook on the same day our flight was canceled, they would not pay for the second day--the day of the actual flight and other transportation. Neither would they pay the inconvenience fee mandated by the policy ($250 per person), claiming that both legs of the trip had to be canceled in order for the inconvenience fee to apply. Despite over ten attempts, we have not been able to reach the adjuster to obtain further information about how this decision fits into the policy. Thank you very much.
Business response
08/02/2024
Good morning,
Please find attached an extension request for the above-captioned complaint. We apologize for any inconvenience.
Sincerely,
*************************
AIG
Analyst - Consumer Complaints
Customer response
08/06/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
The business contacted us and provided us with an additional $1293 to cover our expenses and the travel inconvenience fee. We are satisfied with this resolution and appreciate your help in getting it resolved.

Regards,

*************************
Initial Complaint
07/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
AIG Travelguard insurance is a complete scam. They have been in the news for over 15 years regarding their unsavory practices. I purchased an insurance policy and due to a National Weather Advisory and an extreme anxiety attack that prevented myself from traveling they will not honor my insurance policy. The rationale regarding the expectations of a documented mental illness are asinine. I will be filing a complaint on the federal level as well. There are several documented complaints against this company to the point they almost rebranded due to lack of goodwill. I want to be compensated for my flight and hotel and I do not want my complaint expeditiously closed on the BBB after their response without my opportunity to properly respond.
Business response
07/02/2024
Dear ****************:
This Department respectfully requests an extension for the above-referenced
complaint. At this time, we are currently gathering additional necessary
information. Please allow a brief extension until July 12, 2024. Please be
assured that we will respond to all issues raised in the complaint.
We apologize for any inconvenience. Should you have any further questions
please do not hesitate to contact the undersigned. Thank you in advance.
Sincerely,
***************************
Business response
07/12/2024
Dear ****************:
We submit this letter in response to the complaint that was filed by ******
******** with the Better Business Bureau of Wisconsin regarding a Hotel
Booking Protection Plan underwritten by ************** Fire Insurance
Company of **********, Pa.

We have completed our investigation of the concerns that were expressed by
******************** and our response was sent directly to ******************** on July
12, 2024, via email ********************.

Should you have any questions or require additional information, please
contact me directly and reference our file number, GCS-517927.
Sincerely,
***************************
Business response
08/01/2024
**SEE ATTACHED DOCUMENT**
Initial Complaint
07/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bought Travel insurance for my trip to ****** on April 28, 202. Trip to ****** on May 9, 2024. On May 8, 2024, I experienced medical condition and couldn't fly. I have doctor's notice about it. When I tried to collect money, I paid for ticket $ ******, Insurance company refused to pay with no reason. I have doctor's notice, letter from airline, which indicated that I am not entitled to refund and never collected any money. I have Bank statement indicating I paid this amount.
Business response
08/02/2024
**SEE ATTACHED DOCUMENT**

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ComplaintsforTravel Guard Group, Inc.

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